Shipment Conditions

Availability

At Biocutis.es we work with available stock. By this we mean that any product found on our online health and beauty retail outlet website is in stock in our warehouses and can be delivered immediately, with the possible exception of internal imbalances in warehouse stock. The products and prices on offer are valid while they appear on the website and are always dependant on available manufacturers’ stocks. For products that are not currently in stock in our warehouses, offers are valid on the condition that they are available from our suppliers. To this end, indications on product availability are provided at the time of ordering. This information is provided directly by our suppliers and, as such, may be subject to occasional errors or modifications. In the event that a product is not available after an order has been processed, the customer will be informed of partial delivery or cancellation of their order via email or telephone and will be fully or partially reimbursed within a maximum period of 30 days from the date of placement of the order. If the purchase was made using vouchers, these will be reimbursed without delay.

Product not in stock

In the event of a product not being in stock or occasional unavailability of an article, BIOCUTIS.ES will contact the customer immediately to offer an alternative delivery date or, if future availability of the product is not foreseen, proceed with cancellation.

Deliveries

Via their website, Biocutis.es delivers to the Spanish peninsula, and Balearic Islands, Canarias as well as EC countries. Delivery windows will depend on the corresponding administration time in addition to the delivery time, which in turn will depend on the distribution network used by our carriers in each region. Deliveries will be sent to the address provided by the customer when placing their order. With a view to optimising the delivery, we suggest the customer provide an address at which the delivery may be received during normal working hours. Biocutis.es reserves the right to divide the order, in which case the delivery will be invoiced as though it were a single delivery. Deliveries are made usually in collaboration with Seur (Spanish postal service) or with other postal service we consider is better for your location.

Biocutis.es assumes no responsibility for the consequences of possible delays in delivery.

Delivery times

Deliveries will be made from Monday to Friday between 9 am and 7 pm. No deliveries will be made on Saturdays, Sundays or public holidays. Orders placed on Saturdays, Sundays or public holidays will be processed and packaged on the following working day in Valencia. Orders placed on Saturdays, Sundays and public holidays will become valid on the following working day and under the aforementioned conditions. Orders will be processed between 9 am and 6 pm. Orders placed outside these hours will be processed the following working day.

Cancellation and changes

Orders can be cancelled or changed free of charge provided the order status is still “Pending” and up to two hours after the order has been placed.

Delivery windows and charges

Different delivery windows and charges apply, depending on the type of order. The delivery window should be calculated in working days (Monday to Friday) from the time the order has been “Sent”.

Delivery times may increase over certain periods, such as the Christmas and Sales periods.

Terms and conditions for international deliveries

Delivery costs include transport, insurance and customs charges at point of origin. All efforts will be made to ensure orders are despatched as soon as possible but the customer should bear in mind the procedures relating to the importation of the requested articles in the destination country and the lack of control that Biocutis.es has over these procedures. Likewise, Biocutis.es will not be held responsible for the effects of strikes, conflicts or other circumstances beyond their control. Biocutis.es will not be held responsible for delays in customs or if the local customs office decides to confiscate any part of the order. Delivery costs for all exported products are based on the calculated volumetric weight of the product and the destination country. Orders over 3 kg and large or bulky articles may be subject to additional transport charges and delivery windows for such items may vary.

Order tracking:

Once your order has been confirmed (product in stock and payment made), you will receive an email with a link via which you may keep track of your order in real time.

REFUNDS AND RETURNS

What is the time limit for product returns?

A product may be returned within 14 days from the date of reception.

Do I have to pay return costs?

In the event of product returns and in accordance with the Spanish General Law for the Protection of Consumers and Users (LGDCU), the direct costs of return of a product or service will be paid by the customer. This cost consists of the sum of the collection and delivery charges. In order to return a product, the product must be in perfect condition and in its original packaging and include all the corresponding manuals, accessories and promotional articles included in the original delivery. Once the merchandise has been received in our warehouse and is found to be in perfect condition, the refund process will be initiated via the payment modality used by the customer in the original order (in the case of cash payment, refunds will be made via bank transfer). Collection and delivery costs for returns of defective products or incorrect orders will be paid by Biocutis.es providing that the customer notifies us of the error within two (2) working days from the date of reception. To process a return, please send an email to: devoluciones@biocutis.es

International returns

If you wish to cancel an order you should notify us of your decision within a maximum of 24 hours after placing the order as the order may well be in transit and it is not always possible to halt the delivery. If your order has already been sent, you should receive the delivery as normal and contact us within a maximum of 2 days from the date of reception. The total value of the order will be reimbursed only when the wrong merchandise has been sent or the merchandise is found to be defective at the point of origin. Refunds will be processed using the same modality as the original payment. Products must be returned in perfect condition, unused and with all the corresponding labels and original packaging. The condition of the returned product will be examined before any refund is made.

If the reason for the return is other than the aforementioned, the cost of returning the product will not be refunded. Delivery and return delivery costs, customs charges and local taxes will all be paid by the customer. If the cost of returning the product exceeds the value of the product to be returned, the balance will be charged using the same modality as the original payment.

What are the terms and conditions for returns?

When will I receive my refund?

Once the return has been approved (the articles must be in perfect condition, unused and include all the corresponding labelling and packaging) you will receive an email notifying you that the amount will be credited to your account within a few days. The amount will be refunded using the same modality as the original payment. Credits refunded to credit cards will always be dependent on the bank in question. If the refund amount is incorrect, please contact devoluciones@biocutis.es